AccountId: 011433970860
ContactId: 4a10b173-2230-4a31-8063-a2568fa76b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299160 ms
Total Talk Time (AGENT): 57031 ms
Total Talk Time (CUSTOMER): 88052 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/4a10b173-2230-4a31-8063-a2568fa76b7d_20250219T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good morning. Uh good afternoon. My name is [PII] my last name. I'm calling from Novan Health and Medica Group. I'm just trying to verify a claim that a claim that we have been sending a couple of times because apparently you guys have not received it. So I'm just trying to see if the last one that we sent that you guys received it.
[AGENT][POSITIVE] OK, I see, I'm happy to check on a claim for you today and the status of that. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02364815.
[AGENT][POSITIVE] All right, thank you so much, [PII], and then if I could get patient name and number.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] Yes, the service in question is an old one. It's [PII]. The total charge of this one is $1,384.
[AGENT][NEUTRAL] OK, let's see 10 3 23, OK.
[AGENT][NEUTRAL] 1,384. All right. Just bear with me. I see one moment. Let me take a look here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so I do show I see that we have two different claims on file for that date of service for Skyler. I just am not showing that bill amount. So one is for NHMG pediatric clinics. Is that where you're calling from?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] place.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Show
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, give me one second, let me see the claim because it's just we have so many. This is Novana Medical Group. This, no, the facility is called, well, it's the pediatric clinic, yes, it's the pediatric clinic, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, don't tell me that again that they disconnected.